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Home · Blog · How not to miss customer messages: push, emails and notifications in Telegram

How not to miss customer messages: push, emails and notifications in Telegram

· Command CHBT · Conversations, Widget

CHBT tells you about new customer messages — from the website, Telegram, MAX and VK — in three ways. Push on a computer and phone is turned on in Account → Notifications → Push on this device; on an iPhone it works only in the dashboard app installed on the Home Screen. An email about a new request is the New conversations in inbox item in the same place. Messages to the team in Telegram or MAX — in the bot → Notifications → Invite recipient, the Conversations type. By default push arrives about every new conversation, messages in conversations with an operator and when the bot did not answer. Everything works on any plan. Below — the steps for each method and what to do if notifications do not arrive.

What push arrives about

EventWhat the push looks like
A customer wrote for the first time“New conversation · Anna” — even if the bot answered
A new message in a conversation with an operatorThe customer’s name and text
The bot handed the conversation to a person“Conversation handed to an operator · Anna”
The bot did not answer a message“The bot did not answer: …”
Notify an operator fired in a flow“Notification from a flow”
A snoozed conversation returned“Reminder · Anna”
The Free plan limit is running out or reached“N of 30 conversations used” or “Conversation limit reached”

In a New conversation, instead of the text there may be “Started the bot”, “Started the bot via a link”, “Tapped a button in the bot’s message” or “📎 Attachment”. A website visitor without a name is labelled “Website chat”. Regular messages in a conversation handled by the bot do not send push by default.

Push on a computer

  1. Open the dashboard in a browser → Account → Notifications.
  2. In the Push notifications block turn on Push on this device and allow notifications when the browser asks.
  3. Press Send test notification.

Result: the test notification arrived, the device appeared in the Devices list. Push arrives even with the dashboard closed, while the browser is running.

Status Blocked in the browser — allow notifications for the site (the lock icon in the address bar) and reload the page. The test says “Sent” but you see no notification — on a Mac check the system notification settings for the browser and Do Not Disturb. A test can be sent up to 5 times in 10 minutes.

Push on iPhone and iPad

Push does not work in a regular Safari tab — only in the dashboard app on the Home Screen. iOS 16.4 or newer is required.

  1. Open app.chbt.io in Safari and sign in.
  2. Tap Share — the square with an arrow up.
  3. Choose “Add to Home Screen” → Add.
  4. Open CHBT from the Home Screen.
  5. Account → Notifications → turn on push → Send test notification.

An icon added from the chbt.io site is the website, not the dashboard: notifications do not arrive there. Delete it and add app.chbt.io specifically.

Who gets push

  • The bot owner, admins and operators who have push turned on.
  • If a conversation has an assignee — only them. With auto-assignment the conversation goes to an operator with the Online status and the fewest open conversations, and only they get the notification.
  • No more than one push per conversation per minute: five messages in a row — one notification.
  • The editor’s test chat and messages in Telegram groups do not send push.

To see all messages, turn on the personal Push for every customer message item: push will arrive even when the bot answers, no more than once a minute per conversation. Handy in the first week after the bot launch. How to set up distribution — in the article on distributing conversations.

Emails

In Account → Notifications turn on New conversations in inbox. The email arrives on a customer’s first message and when the bot hands the conversation to a person. The hint on the item warns that there may be many emails — with a large flow push is better.

All emails depend on the main Email notifications switch: if it is off, only security emails arrive.

Messages to the team in Telegram or MAX

  1. Open the bot → Notifications → Invite recipient.
  2. Choose the notifier bot and press Create link.
  3. Send the link to a colleague: they open the bot and press Start. The link is single-use and valid for 7 days.
  4. Tick the Conversations type for the recipient.

Result: the colleague gets messages from your bot about new conversations and handovers to an operator. They do not need access to the dashboard — this suits a manager who wants to see the flow of requests.

If notifications do not arrive

SymptomCauseWhat to do
The test notification does not arriveBlocked in the browser or systemAllow notifications for the site and the browser, turn off Do Not Disturb
Nothing arrives on an iPhoneThe dashboard is open in a Safari tab or iOS is older than 16.4Install it on the Home Screen and turn on push from there
Colleagues get it, you do notThe conversation is assigned to another operatorExpected — the assignee gets the notification
No push about messages in a conversation with the botPush for every customer message is offTurn it on if needed
The device disappeared from the listIt was removedIt can only be brought back from the device itself — with the Push on this device toggle

If nobody can answer at night, push will not help: set up the bot’s after-hours answer — a chatbot after hours.

Conversations and operatorsWebsite chatDistributing conversationsA chatbot after hours

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